why vodafone for central government - civil service world · why vodafone for central government 5...

Ready?The future is exciting.

Why Vodafone for Central Government

2Why Vodafone for Central Government

Why Vodafone for Central Government?With a long history of working with Whitehall departments and their agencies, NHS organisations and local government, Vodafone is helping public sector organisations communicate securely, operate more efficiently, transform the way they work and meet growing expectations for improved digital public services.

Our expertise goes well beyond large, overarching projects. We have a proven track record of helping individual organisations tackle the highly specific communications challenges their unique work entails, including supporting critical national infrastructure and blue light services. Today, 69% of the UK’s emergency services depend on our network.¹ Meanwhile, our Internet of Things (IoT) expertise – honed by managing 50 million devices worldwide² – is being used by departments whose work goes well beyond the walls of their premises. Furthermore, our Vodafone One Net Enterprise (VONE) service, which unifies fixed and mobile channels of communication together within a single cloud-based system, is changing the way public servants communicate and collaborate – wherever their work takes them.

All our solutions are backed by our own infrastructure, ensuring high levels of availability, security and resilience. But we know that technology, like strategy, isn’t worth anything unless it’s well implemented. And it’s our track record of delivering complex change programmes – without disrupting user experience or productivity – that really sets us apart.

1 As validated by Experian Sept 2016 2 Vodafone Press Release


ContentsSection 1 Five trends driving digital government 4 Section 2 How Vodafone solutions can help 11

Section 3Case studies 16

Section 4 What next? 22


Five trends driving digital governmentWith Brexit already altering the machinery of government, and technology accelerating shifts in the economic landscape, the world is becoming an increasingly uncertain place. Amid this uncertainty, government is faced with the twin challenge of delivering smarter services to citizens while simultaneously reducing operating costs.

Public Sector organisations are using technology to improve the lives of citizens and service users whilst implementing workplace efficiencies. But with the public sector facing a shortage of the skills needed to drive widespread change fast, they’ll need partners that can help them build even smarter services and create smarter ways of working too.

The focus of these departments – the way they’re organised and the work they do – may be subject to change. As such, enabling organisational flexibility will be vital. It’s not just a case of adding capabilities – but simultaneously reducing complexity. And with GDS (Government Digital Service) already planning to spend £450m³ on untangling existing systems, it’s clear that simplicity will be key to success.

3 Circle Research


Smarter ways of working, smarter services Simplicity is as important to citizens as it is to public servants. That means being at the forefront of innovation is only half the challenge; government also needs to ensure that no one’s left behind. That’s why the drive to become the ‘Government of the Internet’ by 2030 is focused not only on the new capabilities that trends like the IoT and Software Defined Networking (SDN) can unlock, but also the efficiencies that come with being 100% digitally inclusive.

If the UK is to gain from the Fourth Industrial Revolution, it will need to turn the £1.8bn currently set aside for tech investments into a fully coordinated programme of digitisation – a plan that uses a cloud-native mode of delivery to turn data, analytics and social listening into solutions that are cost-effective, convenient and fully-personalised to user needs and abilities.

We’ve identified five trends that will be key to driving digital government:

Aligning skills and strategy

Collaborative advantage

Innovation beyond austerity

Delivering agile services Consumer-grade user experience


Innovation beyond austerity

After years of cutbacks the pressure to ensure future investments create long term value is high – both the GDS and CCS are stringently monitoring procurement (demanding, for instance, that all new technology projects leverage cloud where possible).

With 25% of third party spend going to strategic suppliers4, it’s obvious there’s an appetite for partners with vision and practical experience in managing large-scale estates, service rationalisation and enabling new ways of working. The potential for departments to initiate new projects is there. And thanks to developments such as the Digital Marketplace, it’s now easier to find the services and talent they require.

Meanwhile, the trend for smaller and more agile contracting means departments are changing stretched and aging public services. But it’s still vital for suppliers to understand the cultural need to build a rock-solid business case that puts citizens firmly at its centre and demonstrates the overall value of change.

The rollout of a Justice Video System, which allows for secure use of video links between police stations, courtrooms, defendants and witnesses, is a perfect example. Vodafone’s video conferencing services are also available for organisations working at OFFICIAL level, allowing for quick communications via the internet.

Innovation can sometimes simply mean finding more cost-effective ways of carrying out routine tasks. Our Total Workforce Mobility suite can reduce the need for paper records and ensure government employees are connected to the information they need to take timely and effective actions as well as helping to keep the data they access (and the devices they access it from) secure.

1

4 National Audit Office

https://www.nao.org.uk/wp-content/uploads/2016/03/Governments-spending-with-small-and-medium-sizes-enterprises.pdf


Delivering agile services

The idea of projects that are ‘too big to fail’ is outdated. Government services need to be able to respond quickly to policy changes and the needs of the public. As in the business world, the public sector is increasingly seeing the benefits of thinking small – especially when it comes to procurement.

Agile methods allow for quick decision making, meaning services can be adapted both before and after launch. This greatly reduces the risk and timescales attached to projects. And in digital transformation, speed is often essential. For instance, visits to GOV.UK from mobiles have doubled from 15% to 30%, since January 2013 – meaning any services not built for mobile will need to change quickly to meet users’ needs.

New standards in security and an attitude of open collaboration between partners are making higher levels of interoperability possible too, driving efficiencies and ensuring creaking legacy systems and costly vendor tie-ins become a thing of the past.

Technology vendors working with government have a sense of being part of a wide network of collaborators. And as one of the driving architects behind the Public Services Network (PSN) - the structure that kick-started the government’s move to multi-vendor IT landscapes – Vodafone has a first-hand insight into the importance of working well with partners.

Indeed, it’s an attitude that’s been central to the way we’ve built many of our own offerings, including our Vodafone One Net Enterprise-Cisco unified communications solution and our hosting services – both of which are designed to flex to changing demands and support tools from a wide range of vendors while maintaining high security standards.

2


Consumer-grade user experience

As enterprises continue to rush to provide their employees with the kind of user experience they enjoy as consumers, government is pushing to provide top-level user experiences to its citizens. But to build the right tools and experiences you need to understand the needs of your audience. For instance, while 98% of driving tests are already booked online and 12 million people have registered to vote digitally, the expectation and demand for omni-channel, always-on digital services continues to grow.

Protecting the information services use or hold is critical – and analytics information, used correctly, could help shape services and drive future efficiencies. This is something we’ve already seen happening in Wales, where huge amounts of anonymised movement data, gathered from Vodafone customers, has transformed the way transport planning is done.

Your Vodafone account team is on hand to help you improve the experience your organisation delivers to its citizens. We can help to change your aging systems, select and integrate the applications needed to provide flexible solutions – as well as the band width to ensure they perform across both fixed telephone, mobile platforms and hosted services.

TESTVoter

registration

3


Aligning skills and strategy

Bringing about the changes outlined in earlier sections requires specific technical and commercial skills. But, due to a legacy of outsourcing and an outdated perception of what it means to work in the public sector, there soon could be a worrying skills shortage in government.

If departments are going to attract the talent they need to bring their strategies to life, they need to ensure working practices match the expectations of the next generation of employee – whether it’s in the form of choose your own device, remote working or the freedom to collaborate.

Of course, many departments are already undertaking groundbreaking work using the sort of technology that tomorrow’s talent expect to work with. And, in these cases, it’s important that the advances made do not outstrip the skillset of the wider organisation. Because technology has a huge role to play, not only in attracting the best of the next generation’s talent, but in facilitating a culture of knowledge sharing that ensures this influx of new knowledge benefits more experienced employees. And when departments can unify their communications through converged offerings, such as our Vodafone One Net Enterprise-Cisco cloud platform, as many departments have already, that can become far easier.

4


Collaborative advantage

As new ways of working are implemented across departments and more and more of the responsibility for driving transformation moves in-house, it will be increasingly important for departments to standardise technology approaches. This requires a clear strategy. Because if technologies aren’t deployed in a consistent manner, then there’s little chance that the services they support will be consistent.

As such, interoperability is a huge enabler of innovation, both within government departments and between them. But this depends on achieving a level of ICT integration that – in some instances – may take years to achieve. It’s vital that partners to government are able to look at the bigger picture and deliver a two-speed approach, with new systems delivering results in the short-term while advancing the longer-term journey towards complete rationalisation.

Offerings such as Vodafone One Net Enterprise-Cisco and Total Workforce Mobility ensure that whatever the device and wherever the employee, they’re able to access and share vital resources. And when you’ve got a unified communications structure in place, you don’t just open opportunities for remote working – co-locating also becomes more practical.

5


How Vodafone solutions can helpAs a total communications provider, we provide more than just digital tools – we help create an environment where they’ll be most effective. That means looking at the whole picture and seeing opportunities to connect people, places and things in ways that promote agility and cut costs.

In some cases, this may involve delivering new, innovative capabilities such as bespoke IoT solutions, remote connectivity or social listening. For others, it’s a case of using the cloud to simplify what’s already there – using Vodafone One Net Enterprise-Cisco to rationalise communication channels into a single platform, for example.

Vodafone solutions let departments do more with less. We can improve your ability to respond to an ever-changing landscape and evolving user requirements. And, because we can deploy rapidly and with minimal disruption, you don’t have to compromise the present to meet the demands of the future.

Our solutions can help you in...

• Being able to deliver services quickly and adapt them in response to feedback

• Being able to respond to any event without the need to make large-scale organisational changes

• Being able to attract talent that will keep your organisation moving forward


With the right tools and systems in place, interactions between departments, citizens and businesses can be enhanced, teams can be better informed and individuals better equipped to do their jobs. In the next section, we’ll outline in detail how we can help you achieve:

FLOOD

BLOOD SUGAR LEVEL

Better operational agility

FLOOD

BLOOD SUGAR LEVEL

Better connected employees

FLOOD

BLOOD SUGAR LEVEL

Better citizen engagement


Better citizen engagement

In a digital world, government can do more with less – but only if citizens take up their offerings. Digitisation has a major role to play in bringing services closer to the needs of users, ensuring that all citizens have the means to engage. By building experiences that mirror those now commonplace in the consumer sphere, government can reach disparate demographic groups right across the UK.

Here’s howVodafone’s communication expertise enables direct interactions between citizens and government through a huge range of channels – putting users at the heart of what departments do.

• Omni-channel contact centres and incident management capabilities open up new possibilities to embrace social media, enhance user experience and drive down costs. For instance, our STORM contact centres can track conversations taking place across social media platforms, giving departments greater insight into the people they serve – allowing for timely interactions

• Our intelligent operating systems can take feedback via mobile-ready applications on connected devices, generating data that can be used to refine services – from using anonymised data to plan a more efficient transportation network (as we’ve already helped to do in Wales), to monitoring the welfare of the nation’s livestock, using tail mounted IoT sensors (something we’ve made possible with our partners at Moocall)

• We can increase direct touch points between citizens and departments using social media, messaging services and push-to-call functions – driving engagement and delivering insights. Thanks to Vodafone One Net Enterprise-Cisco, lots of departments are already doing just that

1


Better operational agility

With ongoing pressure to cut costs and respond to citizen needs faster, departments must be able to gain oversight of their operations and move at speed to deliver change as situations demand. And that means having the right conversations between the right people and putting the right tools in the right hands.

Here’s howWe’re helping organisations become more flexible, both in terms of how they manage resources and react to changes in the landscape:

• Our Total Workforce Mobility suite offers fixed and mobile connections, ensuring employees are able to access digital portals, internal systems and any other resources they need to work effectively on the move

• Our secure data network provides a simple, cost-effective and resilient way to enable wide area coverage for teams needing to collaborate from wherever they are. Departments are already adopting this to provide coverage for telemetry used to carry out a range of tasks, from monitoring flood levels to communicating with rural communities

• We’ve deployed Smart Hubs to help various departments and emergency services benefit from connectivity when in remote areas – ensuring coverage is available when it’s needed most

• Our Managed Video Conferencing Service allows video conferencing over secure connection – enabling unique applications in government, such as facilitating courtroom appearances from remote locations

• We’re experts in designing, delivering and maintaining IoT solutions that turn your existing assets into sources of hugely valuable data that you can use to reshape and refine services

2


Better connected employees

Attracting the next generation of employees is vital to addressing the public sector’s digital skills gap. Departments need to create an environment that matches their expectations of work and, at the same time, promotes an atmosphere of idea sharing that will allow employees of all demographics to embrace the power of digital.

Here’s howWe’re helping people connect in ways that enable them to work efficiently and effectively wherever they need to.

• Our ability to deliver Unified Communications (UC) ensures that – thanks to a joined-up set of services – conversations don’t happen in silos. Last year, we delivered a UC solution to one government department that brought new opportunities for collaboration to 6,000 employees in just eight weeks

• Vodafone One Net Enterprise (VONE) connects employee desk phones, laptops and mobile devices to enable collaboration across locations. VONE-C and VONE-M (based on Cisco and Microsoft, respectively) deliver these capabilities from the cloud – without the need for additional hardware or software. Currently, one third of government employees use Vodafone One Net Enterprise-Cisco to communicate

• Vodafone Secure Device Manager (VSDM) protects operational and public data on mobile devices via a single, secure portal

3


Case studiesWe’re already helping government bodies harness the power of total communications to do more and spend less. Here are just a few examples:

Accelerating the delivery of justice

De-risking a data-driven world

Keeping agencies connected – even in the field

Shaping a more direct and responsive department

Getting sensitive data into the cloud, safely


Accelerating the delivery of justice When you’re handling court cases, cutting corners isn’t an option. Processes have to be rigorous and adhered to stringently. And any system designed to streamline them has to be secure. So how do you go about reducing the time, effort and cost of giving legal testimony?

Here’s how

The solutionThe Justice Video Service (JVS) consolidates legacy systems from various agencies and integrates them with a new estate of high quality hardware, creating video links between 3,000 endpoints in police stations, court buildings and other locations across the country. Built to government security standards, it allows witnesses, prisoners, police officers and those held in custody to make court appearances remotely and safely.

This helps reduce the need for costly prisoner transportation, improves the welfare of witnesses who may otherwise be too intimidated to testify and better enables the agility and productivity of the professionals working on a case.

The impact • Allowing detainees to have a first hearing from a station via video link

is projected to save £420,000 per annum.

• Analysis shows the police lose 4,000 days of productivity a month as a result of needing to appear in court. The JVS is set to slash this figure

• The Prisoner to Court Video Link (PCVL) element of the JVS is currently used in over 20,000 cases a month


De-risking a data-driven world

In a world where work is flexible, networks extend far beyond the walls of their organisations. But while this opens up new ways of working, it also provides cybercriminals with more endpoints to attack.

The complications of securing data – and the potential damage of a breach – are now the biggest barriers to cloud adoption. But failing to adopt the cloud is also a risk. Solutions such as Vodafone One Net Enterprise-Cisco are already accredited for use across the Public Services Network (PSN) which is the government’s high performance network. Vodafone’s solutions are there to help organisations work together, reduce duplication and share resources. This is important in an increasingly open world, as government departments need to be able to place complete trust in all the solutions they use.

Here’s how

The solutionWe’ve created a dedicated Security Operations Centre (SOC) where our own internal security organisation works in collaboration with other leading vendors to create services tailored to the evolving threat landscape.

The impact • In the UK, we’re already offering individual customers bespoke security

solutions covering the entire spectrum of government security classifications.

• As well as specialised offerings, we can also provide our UK customers with security monitoring, reporting and alerting services, managed IPS and IDS, content security, DDoS protection, managed firewall services and network encryption


Keeping agencies connected – even in the field

When you’re working in remote areas, you need a connection you can rely on – especially if you’re dealing with critical infrastructure and water levels. But how do you guarantee coverage that’s ‘always on’, robust and secure?

Here’s how

The solutionWe helped create a network connecting over 230 critical locations – including the Thames Barrier. And with two STORM contact centres handling incidents, these networks soon started driving efficiencies.

Meanwhile, by installing IoT sensors in boreholes and installing Smart Hubs in a major agency’s fleet of vehicles, we created a network that is both data-rich and mobile – with Wi-Fi available even where 4G and broadband connectivity aren’t.

The impact • 60% reduction in telephony costs and 800 carbon tonnes to be

saved annually

• With an IoT infrastructure including 500 Smart Hubs and 1000 telemetry connections, employees are able to make better-informed, data-driven decisions in the field – helping prevent harmful activities

• As the signal from our Smart Hubs is ten times stronger than the signal from a commercial handset, emergency services can also use the connectivity if needed


Shaping a more direct and responsive department

The work of a major government department, its agencies and public bodies may depend on being in frequent contact with the public, conducting a range of ongoing interactions from license applications to tax returns, case handling and claims. Where major incidents are concerned, it falls on the responsible authority to co-ordinate the response. That means being easy to reach and quick to act.

Here’s how

The solution We set up cloud-based, omni-channel contact centres that can scale to the demand caused by unforeseen events such as health alerts and security incidents. Supported by a range of services, this approach helps make both ongoing interactions and one-off events easier to handle.


Getting sensitive data into the cloud, safely

Any organisation that wants to streamline their communications infrastructure is going to want to move to the cloud. But when you’re handling sensitive data on pensions and work schemes, you have more riding on it than most. So, how do you make change happen quickly and safely?

Here’s how

The solution We delivered the biggest transformation one department had seen in 20 years, moving all of their telephony to the cloud, providing Unified Communications and breaking down monolithic contracts into more agile frameworks – all at once.

The impact • We saw the largest ever roll-out of Vodafone One Net Enterprise-Cisco

delivered in record time, with 90,000 handsets deployed in 900 locations in just 10 months – without interruption of service.

• This involved transitioning a voice-only estate of 12,000 users to smartphones, allowing all department applications to be accessed on the move.

Want to talk? We’d love to hear from you.

Contact your Central Government account manager.

Visit www.vodafone.co.uk/public

What next?At Vodafone, we’re always looking to better understand the challenges your departments face, today and in the future.

www.vodafone.co.uk/public

http://www.vodafone.co.uk/public

http://www.vodafone.co.uk/public

why vodafone for central government - civil service world · why vodafone for central government 5...

Documents